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If you have been a member of the workforce for any period of time, chances are that you have heard people preaching benefits of implementing Customer Relationship Management (CRM) solutions.  While these practices may be fancy and make you feel more professional, are they really beneficial to your company? Here are some reasons why there is actually no point in managing your customer relationships.

  1. Frees Up Too Much Time

If you spend a majority of your time looking through your notepad for information on a specific client or opportunity, or sifting through contacts in an Excel spreadsheet, you will surely be disappointed to learn that the use of CRM software can eliminate the need for this altogether. When you can instantly look up a contact or notes on an account in your CRM software, then what are you supposed to do with all that extra time? Work on other important tasks? That sounds like a lot of extra work to fill that free time.

  1. Keeps Customers Coming Back

Implementing the use of CRM techniques and software can increase customer retention drastically. Who wants to do business with the same old people every week? That gets boring after a while, so just don’t be attentive to your customers’ wants and needs and you will be sure to have enough customer turnover to keep the workweek interesting.

  1. Forces You to be More Productive

When using CRM makes it impossible to waste time on tedious administrative tasks like scheduling appointments and tracking follow-ups, your boss will start to expect that you use your time more productively.  This means more meetings with potential clients, more communication with partners, and more tasks expected to be completed.  Higher efficiency tends to lead to higher margins and who wants that!

  1. Improves Internal Communication and Responsiveness

When multiple departments are using the same CRM software and have access to the same information, communication between members of these departments will start to increase. This means that you will end up having more boring conversations with Susan from Customer Service about a specific customer’s needs, or with Joe from Marketing about how to attract more customers. CRM software inevitably brings in more clients and creates more responsibilities for yourself, and yes, will require you to interact in a more productive way with coworkers.

  1. Raises Expectations

As if all this is not bad enough, once customers start to realize that things are running more effectively and efficiently, they will raise their standards for you and your company.  Your customers will begin to expect that you respond to their inquiries in a more timely manner, or that you will follow up when agreed upon; or worse, that you will work with them to find a solution that fits their specific needs. Raising customer expectations will force you and your team to operate at a higher level, and that sounds exhausting and stressful.

So, by all means, if you want to increase sales, be more productive, and retain more customers, go ahead and use a CRM solution. Otherwise, if you want to avoid raising your clients’ expectations too high, or being too productive, stick to your note pads and Excel spreadsheets.

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Kelsey Hamon

By: Kelsey Hamon

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